Contacts
Contacts lists the people who left their details with your agents: one row for each person, however many of your agents they spoke to. It’s in the new app’s sidebar, under Work. It’s for the agents you own, so a colleague you invited keeps the People page of the one agent they can read.
On a wide screen the list is on the left and the person beside it. On a phone the person opens as its own page under ‹ Contacts.
Who is listed
Only people who left an email or a phone number, as in your Inbox. Two conversations with the same email, or the same phone, are one person. Nobody is added by hand, and people who chatted without leaving anything aren’t here. Team Agents never add anyone.
Search runs on this page, by name, email or phone. Nothing you type goes into the address. Agent narrows the list to one agent. The list shows the newest 500 people.
A person
| Part | What it shows |
|---|---|
| Head | The name, the email and phone as links, when they were last seen, Email and Merge…. |
| What your agents learned | The name, email and phone, every detail an agent collected, what they asked about, why a chat was handed over, the sites they came from and where they stand. Press the ? on a line to see which agent it came from and when. Nothing is guessed. |
| Fields | Notes you add about this person, like Plan: Pro. Up to 20, saved when you leave the box or press Enter. Only you see them. |
| Conversations | Each conversation, with the agent, what it did and your status. Press one to open it in your Inbox. |
| Merged here | People you merged into this one, each with Split. |
| Delete person | Deletes the person for good: see below. |
Fields can’t add a person. They add a note to someone who is already here.
Merging
Two people who share an email or a phone show Possible duplicate, and the Possible duplicates row lists them. Merge asks Merge Kim into Ada? (with their names in it) and moves their conversations and fields to the person you keep. Nothing is deleted, so Undo in the confirmation, or Split under Merged here, puts each person back as they were.
Deleting a person
Delete person asks Delete Ada and 3 conversations? This can’t be undone. Press Delete and the person is gone, with every conversation they had with your agents, the messages in them, and the fields you added. That includes anyone merged into them. It’s for owners only, and there is no undo.
Two things stay. Your agents’ answers and the counts on your dashboard don’t change, because they never held the person. And a conversation held with an agent you don’t own isn’t yours to delete here.
What’s kept
Everything here is kept until you delete the person (above), their follow-up, or the agent they spoke to, and goes with it. The fields you add are included in Export everything (Data and privacy).